-
Introduction 2
-
Introduction 04 minLecture1.1
-
Quiz 1 4 questionsQuiz1.1
-
-
Customer Service Representative(CSR) 2
-
Customer Service Representative 09 minLecture2.1
-
Quiz 1 5 questionsQuiz2.1
-
-
Customer Service Analysis 2
-
Terms in Customer Service analysis 08 minLecture3.1
-
Quiz 1 5 questionsQuiz3.1
-
-
Net Promoter Score 2
-
How to calculate Net Promoter Score 04 minLecture4.1
-
Quiz 1 5 questionsQuiz4.1
-
-
Telephone Etiquette 2
-
The right telephone etiquette 03 minLecture5.1
-
Quiz 1 4 questionsQuiz5.1
-
-
Troubleshooting and Escalation 2
-
Steps Involved in escalating issues 07 minLecture6.1
-
Quiz 1 4 questionsQuiz6.1
-
-
Customer Complaint Resolution 2
-
Conflict Resolution in customer service 05 minLecture7.1
-
Quiz 1 4 questionsQuiz7.1
-
-
Customer Service and Social Media 2
-
Customer Service and online community management with social media 05 minLecture8.1
-
Quiz 1 3 questionsQuiz8.1
-
-
Building your Niche and monetizing Customer Relationship Management 2
-
Closing curtains 06 minLecture9.1
-
Quiz 1 1 questionQuiz9.1
-
-
Customer Experience (CX) and Customer Feedback 2
-
Customer Experience, Satisfaction and Feedback 11 minLecture10.1
-
Quiz 1 5 questionsQuiz10.1
-
-
Customer Service 2
-
Customer Service 17 minLecture11.1
-
Quiz 1 6 questionsQuiz11.1
-
-
Real life Application: Zoho Desk 1
-
Hands-On Practical of CRM with Zoho Desk 27 minLecture12.1
-
This content is protected, please login and enroll course to view this content!
12 Comments
It’s really educative
Very Educative
GREAT
Well informative. Thank you.
well educative
Loving it
This is awesome
The course is very insightful I have leant a lot.
Hi Fibi,
With regards to escalation, I work for an internet provider and once a customer calls for an issue, we escalate immediately to the back end support to attend to the issue and give feedback to customers on the status of their query.
However, I guess it doesn’t work for every organisation.
This CRM has been helpful especially NPS, I never new how to calculate it but this course has been great.
Thanks for your impact. Well done ✅
This is very educative
Beautiful
it is indeed educative